Voicemail

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Why Voicemail Matters

• Ensures you never miss a call — even during busy times or when no agent is available.
• Supports follow-up actions and automation (e.g. send an SMS follow-up after voicemail).
• Adds professionalism: callers receive a greeting, know that you acknowledge their attempt.
• Flexible: works in combination with other elements like Time Rules and IVR.

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How to Configure Voicemail in a Call Flow

1. Add the Voicemail element from the right-side panel into your incoming call flow at the point where you want voicemail to occur.
2. Configure the greeting: Upload MP3 or use the inbuilt text-to-speech ability. Tailor it to indicate why caller is in voicemail (after hours / no agents / queue timeout).
3. Decide routing logic: What happens before voicemail triggers (e.g. Ring to User or Team block times out), whether the call is during After-Hours (via Profile Time Rules or Custom Time Rules).
4. Set post-voicemail follow-ups: e.g., send SMS to the caller (using the “Send SMS” element), send the recording/transcription internally.

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Best Practices

• Use a clear, concise greeting with a friendly tone.
• Let callers know approximate time you’ll return their call.
• Use voicemail in flows strategically: combine with Time Rules so voicemail is used only when needed (after hours, or when agents are unavailable).
• Include follow-up automation like SMS or call forwarding so voice messages are actioned in a timely manner.
• Test the voicemail branch in your flow: ensure greeting plays correctly, and the message is properly recorded and delivered.